Agent Experience Manager
About this role
At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.
As the face of Compass and a primary point of contact for our customers from day one, you are responsible for curating a 5-star welcome experience, maintaining high office standards, and acting as a dedicated long-term account partner. Passionate about delivering world-class service, you will support agents across every stage of their business by onboarding them, training them on Compass tools and programs, fulfilling marketing requests, and collaborating closely with the broader Agent Experience team to ensure seamless support.
Key Responsibilities
Agent Experience Manager
- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
Agent Experience Coordinator
- Serve as the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; responsible for the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues.
- Support the adoption of Compass technology and adjacent services by providing customers with 1:1 support
- Provide basic marketing support by answering questions, creating collateral from templates, and being the liaison to marketing advisors for more complex requests
- Work collaboratively with other team members and departments to address questions and receive feedback on behalf of agents
- Answer basic questions and troubleshoot issues related to technology/devices, printers, conference room hardware, enterprise systems, etc.
- Provide ad-hoc administrative assistance as needed, such as sales meeting preparation, data entry, and office-wide communications
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach.
- Support with office event organization, setup, and tear down.
What We’re Looking For:
Experience & Technical Skills
- 1–3+ years of experience in customer service, office management, hospitality, operations, or training.
- Previous experience in real estate is a plus.
- Previous experience with live or remote training is a plus.
- Experience with enterprise technology (e.g., Zendesk, Salesforce, Confluence) is a plus.
Communication, Interpersonal & Community Building
- Skilled communicator with strong verbal, written, and creative writing skills, as well as an eye for design.
- Great listener with deep empathy for customer pain points and a strong ability to build, manage, and connect relationships.
- Proven ability to establish credibility with key decision-makers and influencers.
- Passion for supporting agents in growing their businesses and creating a vibrant community that encourages in-office interaction, bonding, and engagement.
Problem Solving & Organization
- Strong problem-solving and analytical skills, with the ability to adapt and formulate solutions quickly.
- Meticulous attention to detail and exceptionally well-organized.
Physical & Scheduling Requirements
- Ability to work in the office during standard operating hours.
- Ability to lift up to 25 lbs.
Compensation:
The expected base pay for this position is $26.00-$29.00 /hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.
Perks that You Need to Know About:
Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.